Head of Servicing

1 week ago


Cardiff, Cardiff, United Kingdom Vargo Group Full time

Vargo has been retained to recruit a leadership team for an exciting new Financial Services start-up, to be based in Cardiff.- Backed by a large UK bank, the opportunity is spearheaded by proven industry experts, and the organisation aims to be the market leader within the coming years.


  • I'm looking to speak to experienced leaders across Finance, Risk, HR, Technology, Customer Services & Collections, Operations as well as anyone else with experience in lending.
  • As a Head of Servicing, you will be first feet on the ground to build out this division. You will be responsible for developing processes, systems, frameworks and recruiting the team. This role will offer a fresh ability to put your industry stamp on this organisation and work with some dynamic industry leaders.
    About the job
  • Design and deliver the Servicing & Collections strategy for the business
  • Be responsible for the daytoday operational activities across servicing and support functions, including Customer Services, Collections/Arrears/Litigation and Quality Assurance.
  • Create and develop collections & servicing activities and processes to ensure IML delivers a bestinclass servicing performance
  • Take ownership of the daily operations of all servicing & collections functions including telephony, customer correspondence, dialler management, litigation and analytics
  • Build strong, constructive relationships with customers & clients and identify new business opportunities
  • Deliver projects to ensure new client relationships achieve optimum performance and efficiency from operational activities
  • Implementation and oversight of procedures to ensure regulatory compliance
  • Define collections policies and mandates, covering the entire customer lifecycle and ensuring the fair treatment of customers
  • Deliver a balanced scorecard monitoring collections performance and compliance with internal group key performance indicators
  • Oversight of customer outcomes and development/monitoring of key customer metrics aligned with regulatory best practice

About you

  • Experienced Financial Services operations professional with exposure to both Servicing and Collections
  • Experience in building a servicing/collections function from the ground up
  • Confidence to work with and challenge all levels of the business.
  • Be a selfstarter with the tenacity to drive improvement and risk reductions across the business.
  • Exceptional communication, presentation and influencing skills

Benefits

  • 25 days annual leave
  • Employee Pension Scheme matched to 8%
  • Private Healthcare
  • Hybrid/Flexible Working
  • Annual Bonus
  • Vast career development opportunities and growth


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